PATHETIC SERVICE AND FEED BACK- AND NO REFUND!!!

I ordered an Item on 3 December to be delivered on 4th December urgently. I called on the morning of 4th December to check the status of the delivery and the item was still not delivered. The weekend passed as well and the item was still not delivered . I phoned several times to get feedback and there was no clear response until I was told ,that the driver could not find the place oddly. The driver had the number of the person to deliver to and has not called at all nor did anyone notify me of this. I asked for a refund which would be on the 7th/8th December and till today I have not received it. The agent told me today that the refund has not been processed .Disgusting services from you lot.